IIIS - 2022 Conferences Proceedings

2022 Spring Conferences Proceedings

	Ensuring Efficiency Through Employee Onboarding: Case From Latvia Nadezda Koleda, Guna Ciemleja, Jarmila Strakova Proceedings of the 13th International Multi-Conference on Complexity, Informatics and Cybernetics: IMCIC 2022, Vol. II, pp. 165-170 (2022); https://doi.org/10.54808/IMCIC2022.02.165	The 13th International Multi-Conference on Complexity, Informatics and Cybernetics: IMCIC 2022 Virtual Conference March 8 - 11, 2022 Proceedings of IMCIC 2022 ISSN: 2771-5914 (Print) ISBN (Volume II): 978-1-950492-61-9 (Print)
	Authors Information \| Citation \| Full Text \| Nadezda Koleda Faculty of Engineering Economics and Management, Riga Technical University, Riga, Latvia Guna Ciemleja Faculty of Engineering Economics and Management, Riga Technical University, Riga, Latvia Jarmila Strakova Institute of Technology and Business in Ceske Budejovice, Czech Republic Cite this paper as: Koleda, N., Ciemleja, G., Strakova, J. (2022). Ensuring Efficiency Through Employee Onboarding: Case From Latvia. In N. Callaos, S. Hashimoto, N. Lace, B. Sánchez, M. Savoie (Eds.), Proceedings of the 13th International Multi-Conference on Complexity, Informatics and Cybernetics: IMCIC 2022, Vol. II, pp. 165-170. International Institute of Informatics and Cybernetics. https://doi.org/10.54808/IMCIC2022.02.165 DOI: 10.54808/IMCIC2022.02.165 ISBN - Volume II: 978-1-950492-61-9 (Print) ISSN: 2771-5914 (Print) Copyright: © International Institute of Informatics and Systemics 2022 Publisher: International Institute of Informatics and Cybernetics
Abstract New employee onboarding plays a crucial role in efficiency of companies operating in the contact centre industry, where the share of labour costs is very high. There is a strong relationship between employee experience and company profitability ratios. Research shows that companies with a high positive new employee experience can increase their efficiency ratios; however, many companies still require a lot of improvement in their employee onboarding process. The purpose of this research is development of concept for new employee onboarding to improve contact centre companies’ efficiency. The new employee onboarding concept developed was introduced and approved in a contact centre in Latvia using LEAN, case study, and experimental design approaches. Key conceptual improvement was: 1) use of the A3 method for problem solving sessions; 2) Fishbone approach for root cause analysis; 3) implementation and monitoring of onboarding KPIs; 4) identification of critical performance points as a tool for managerial decisions to minimize excessive costs for onboarding at different stages of employee integration.
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